Tuesday, August 9, 2011

I recently went to the App Store application on my Mac to download the Lion version of Apple's Xcode development tools. I was prompted for my Apple ID and password (which I provided) and then I left the App Store app on its own to complete the download and install. After about 30 minutes I went to check in on its progress and saw that it had downloaded exactly 0 bytes. The status on the Purchased page was Waiting...

Waiting for Godot

...and waiting and waiting. I quit and restarted App Store and still my downloads were stuck waiting. I dug around a little and it turns out this is not an uncommon problem but the remedies suggested were all over the place. Everything from installing updates and deleting caches (both good ideas) to deleting your Library folder (not a good idea). I like to attack problems like this by starting with the easiest and least invasive measures.

I should state right off the bat that these solutions are meant to incur as little disruption as possible but do require the use of some programs that might not be in your usual repertoire: Activity Monitor and Terminal. If you are at all uncomfortable using these tools you can always use that old Windows chestnut... reboot. Yes, rebooting your Mac should have the same affect as solution 1 at least. But if you don't want the hassle of rebooting then read on.

Solution 1: Kill the Zombie

The App Store uses a process called "storeagent" that runs continuously in the background. It seems that sometimes this process can go a little wonky and fail to respond to requests to download app purchases. What we want to do is kill this zombie process (it will start up again automatically).

Start Activity Monitor

First, quit the App Store application (e.g. by selecting "App Store->Quit App Store" or pressing Cmd-Q or click the red dot in the top left corner of the window). Start up Activity Monitor (you'll find it on Lion's launchpad in the Utilities collection or using Finder in Applications/Utilities/Activity Monitor. Activity monitor is used to display the processes running on your Mac. You could go hunt around for the process called "storeagent" but an easier method is to enter "storeagent" in the Activity Monitor filter box as illustrated below (some of the numbers will be different). Highlight the "storeagent" process by clicking on it. The "Quit Process" stop sign should become available. Go ahead and click on Quit Process to kill "storeagent". You'll be asked if you really want to quit the process. Confirm by clicking "Quit". Normally this should do the trick and the process will disappear immediately and be replaced a little while later by a new process (with a different number in the PID column). However, if the process is a deep zombie, you will need to click "Force Quit" in the confirmation dialog. Do this only as a last resort as it is possible to damage system files by using Force Quit too often.

Now go ahead and restart the App Store application. Click on Purchased, find your purchase and select Resume. After you enter your Apple ID and password your purchase should start downloading. However, if the App Store is still stuck in Waiting move on to Solution 2.

Solution 2 - Purge the Caches

Solution 1 has always worked for me but I've heard of cases where more intervention is required. If this fits your situation then go ahead and quit the App Store application again. Now we do some typing into Terminal. You can find Terminal in the same Utilities folder that you found Activity Monitor. When you start it, it should look something like below.

At the Terminal prompt

What we're going to do is use some commands to delete App Store caches. You do not need to worry about deleting these files since, by definition, they are a copy of what is already stored on the Apple servers and will automatically be restored. Type of the following commands exactly as you see below (in fact, go ahead and copy and paste them into Terminal).

Now go and do the steps in Solution 1 again. Once you're done that, start up App Store, go to Purchases, and select Resume on your download. Enter your Apple ID and password and you're off to the races.

Followed your tip to the letters but unfortunately just deleted 12 GB of download. A little disappointed. Any tips to recover or do I need to leave the mac on for another 24 hours to complete my download?

I had a download that was hung up in LaunchPad. I'd downloaded an update to iPhoto, and LaunchPad said it was installing for 24 hours. The App Store app said it had downloaded completely (which made sense, since LaunchPad said it was installing), but it wouldn't let me download again. Step 1 didn't solve the problem for me, but Step 2 and repeating Step 1 did! I've got a MBP 15-Retina, and yes, I've already had to fix a few disk permissions, so I'll go ahead and do that, too. Thanks for a detailed solution.

I got stuck on a Software Update for Mountain Lion. Trying to quit App Store it said that you can't quit in mid download of a system update. But I said screw it and used Activity Monitor and Force Quit App Store and the zombie storeagent, restarted App Store and it worked just fine. Yay.

Nice post! But experts highly recommend to create a clone of Mac OS X or your important files or drives before upgrading OS, inorder to protect from future data loss situations. You can create backup either by Mac time machine or using some good third party application like Stellar Drive Clone etc.

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Hey, so I didn't read through all the comments (which BTW seem to be quite OT by now), but I tried the solution above and at first it didn't work for me.

The download that was stuck for me was OS X Mountain Lion. I'm currently on Mountain Lion, but needed to redownload the installer. I started by quitting the storeagent process, and when that didn't work, I deleted all the caches, prefs and cookies as instructed. When I reopened the Mac App Store and went to the Purchased tab, it still showed OS X Mountain Lion as paused, and said I had to login to see the rest of my Purchased apps. This was not a good sign, as I assumed it would not still show up before logging in after deleting all those caches.When I hit resume, after several seconds it started again, but after several seconds, when anywhere from a few hundred kb up to about a meg had been downloaded, it would stop, go back to 0 bytes, and start over. So at this point, I did the only thing I could think of…I paused the download, secondary-clicked on the stuck item, and chose "Hide Purchase…" Then I went to my account page (View My Account from the Store menu), and went to hidden purchases. There, low and behold, was OS X Mountain Lion, downloading normally in the Hidden Purchases list! Almost 70 MB downloaded so far, no issues yet. I'm not sure what it'll do when it finishes, if it'll automatically "unhide" itself and go back to the normal purchase list, or whether the "pause" button will change to an "unhide" button, like my other hidden apps.

In any case, it appears to be downloading normally. So, if your downloading app is still stuck after you follow all the instructions above, try hiding your purchase, and then go to your Hidden Purchases list in your account.

Oh BTW, when I clicked "Done" to exit the Hidden Purchases list, and now in my normal Purchase list OS X Mountain Lion does show up, but in a separate list on the top, "Other Purchases." I'm assuming it'll go into the regular Purchases list when it finishes.

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I have OS Lion. I tried Solution 1, but couldn't complete the process listed because I am unable to locate the "storeagent". I searched manually and I also typed it in the filter to search. It did not show up. What's wrong? Thanks!

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My macbook froze so I turned it off and restarted it. When I restarted it automatically went to a purple and white squiggly/fuzzy screen. Eventually a message pops up telling me to restart it. When I do it brings me back to the same screen.

Would this be a hardware problem with the screen or something, or is it a virus or something like that. Thanks inadvance.

You have no idea how many website/forums I searched for a solution to this problem. After many wasted hours, I found your solution, typed it into Terminal, and 2 seconds later, Mac App Store works again! Just want to say THANK YOU!!!! YOU ROCK!

Help!! I tried your suggestions and now everything hangs in the app store!! What did I do wrong and how can I fix it? thanks!um, confession, I couldn't find "store agent" either, so I quit all items that came up in the search for "store." Was that royally bad?

I had an empty app store on El Capitan, with the tiny wheel in the upper left forever turning (Like them wheels in the sky). Threw ebberyfing away wit »store« in it in cache and preferences killed ebbery thread wit »store« in it on activity monitor – et voila – it works again in perfection. You made my day a great day!